Complaints Procedure
At Shaw Cross Infant and Nursery School we value our strong relationship with Parents, Carers and Members of the wider school community. We take all concerns and complaints very seriously and will make every effort to resolve the matter as quickly as possible.
It is important to identify the difference between a Concern and a Complaint:
A concern may be defined as ‘an expression of worry or doubt over an issue considered to be important for which reassurances are sought’.
A complaint may be defined as ‘an expression of dissatisfaction however made, about actions taken or the lack of action’.
There are four stages to our Complaints Procedure. These are outlined briefly below:
- Stage 1: Initial Concern – arrange to discuss the issue with the class teacher
- Stage 2: Concern raised to Senior Management Level – referred to the Senior Leadership Team
- Stage 3: Complaint referred to the Head Teacher – formal investigation of the issue.
- Stage 4: Appeal to Governors – appeal goes to the complaints committee of the Governors
If Parents or Carers have a concern, they should raise it with the class teacher in the first instance. Meetings may need to take place with the class teacher and/or senior members of staff. Members of the wider school community need to contact the school office either via telephone, email or by post. The concern will then be passed on to the relevant member of the school community to be addressed. If a concern cannot be resolved informally (Stages 1 and 2) it can be progressed to a formal complaint where the Head Teacher will investigate.
For full details of our complaints process, including timeframes for each stage, please see our Complaints Policy.